Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/02/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Like most of the, multiple, other complainants, this is a situation where Nautilus Liveaboards refuses to refund a deposit on a product they failed to deliver, and now no longer offer.Deposited $1900 USD in March of 2020 for a specific excursion. The trip was cancelled in 2020 and has been unavailable since. We have not sought a refund until recently, as we held out hope that the company would be offering the trip again and using our deposit toward that trip, however, it is now (after almost 4 years of waiting) unavailable indefinitely.We have received no product or service. They have had our money for almost 4 years and now flat out refuse to repay our funds. This *****.D- rating and 16 complaints in 2 yrs.....guess we should have looked here first!We are seeking to repaid in full our deposit ($1900 USD).Thanks!

• Initial Complaint

  Date:27/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I initially booked and paid a $2,367.00 deposit in August 2021 for a Shark Diving trip scheduled to depart on October 19, 2023. I then paid an additional $2,102.50 towards my remaining balance on May 1, 2022 with the remaining $5,000.00 due in August 2023. In January 2023, I received an email from the company indicating that they were placing all trips "on hold" due to recent government action on Guadalupe Island. When I inquired as a status, I was told the trip was still on hold and the closure was only temporary but was offered to apply my deposit to another reservation" even though they were no longer offering the Shark Diving trip. To date, it appears the island is PERMANENTLY closed and I was never made aware of this nor had this communicated to me in any way by the company. When I contacted them regarding a refund, they refused, only offering to give me a credit however I have no interest in doing any trip with this company, I would like a refund for my initial deposit of $4,469.50.

  Business Response

  Date: 04/08/2023

  Please see attached response from business

  Customer Answer

  Date: 04/08/2023

  
  Complaint: ********
  
  I am rejecting this response because Nautilus Liveaboards is in breach of contract, which amounts to $4,469.50 in damages.  Please see attachced.  Further legal action will be taken if not resolved.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 15/08/2023

  Please find attached response from Business.

  Business Response

  Date: 15/08/2023

  Please find attached response from business below; additionally, this is the current address for the law office of ** ******* ******* *** ************

  **** * **** **** **** ****** ********** ****  *** *** ****  ************ ***** ************ ******  *******************

  Customer Answer

  Date: 15/08/2023

  
  Complaint: ********
  
  I am rejecting this response and will pursue all legal remedies.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:28/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In fall of 2021 we booked a shark diving trip for October 2022 and paid a deposit in the amount of $3,158. In August of 2022 we came across info on the website that there were closures and it may or may not open back up for our trip. We were told it would be resolved and opted to reschedule the trip to 2023 since everything was so ** in the air. ** Jan of this year (2023) we read that ********* had been permanently closed and I emailed the company requesting a refund of our deposit. I received a response a couple days later and they said that the temporary closure of ********* island had finished, the park was open and they were fully permitted and ready to go. I never saw anything about it being open again and it is now/still closed. We have no desire to transfer our deposit or spend money on a different trip/destination, which is the only option they gave us. The shark trip was one that we were doing for our 10 year anniversary and to knock off our bucket list. The customer service is absolutely awful and they are making money off all the people who just wanted to dive with sharks and now cant. I understand no refunds if the customer chooses to cancel, but with the area CLOSED the company should return the money from the ********* trips to the customers. It is wrong and that $3,158 would go a long way for our family. I will never consider using this company again, no matter what is available. I want my money back.

  Business Response

  Date: 07/07/2023

  Please find attached response from business:

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20243372
  
  I am rejecting this response because:
  
  Yes, it states in the terms that cancellations received within 12 months of departure are non-refundable and non-transferable. However, it also states that if they are able to fill the spot and if that departure is 100% occupancy, they will refund the canceled booking less an administration fee of $100.00 per berth or space. There are no spots to be filled as there is no trip. I would accept the refund less the fee.

  Sincerely,
  
  ***********************

  Business Response

  Date: 17/07/2023

  ******************:
  
  Please see the response to the claimant's recent submission.
  
  Regards.
  
  ********************************
  

  
  

  Customer Answer

  Date: 17/07/2023

   
  Complaint: 20243372
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:27/03/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a great white shark trip in April 2019 for October 2020. Of course, it was cancelled by the company with the reason being COVID. Understandable. The company did NOT offer any refunds, only a four-year credit. At the time, it didn't bother me because I still wanted to go on the trip. Now it's 2023, and I know I will not be using my credit. On top of that, shark trips have been discontinued as of 2022 (but the company was still booking people for trips with a high probability of not happening). I first called the company on November 7th, 2022, to ask about a potential refund since they could not provide my trip when I booked it, and now they cannot offer the trip at all. I was told no refund, but I can book another trip until 2024. I let it go for a bit. 2023 came around, and now I definitely cannot use my credit, and I have absolutely no interest in other trips. I first emailed their information line on January 24th to explain my situation, and did not hear back until February 1 that no refund would be offered. I thanked them and asked for a contact of someone higher up who could help. They gave me Mike L****'s email (president of the company). I emailed him on February 2, politely explaining my situation (I have been nothing but polite, respectful, and pleasant in all my correspondence). I did not hear back, so reached out again on February 15. I did not hear back again, so I emailed the information line asking for his email again on February 25. They did not respond until March 7, giving me the same email. I now email Mike L**** again, unfortunately having to now be firm, on March 7. It was not until I mentioned BBB that I received a response on March 9, completely disregarding everything I explained and keep referring to their void "policies", continuing to claim they are not responsible for my money. I emailed back on March 14, and again on March 24, and have not heard anything. They have $2934.75 of my money for a trip they cancelled, and cannot provide

  Business Response

  Date: 31/03/2023

  Please find attached response from business.

  Customer Answer

  Date: 02/04/2023

  
  Complaint: ********
  
  I am rejecting this response because: See attached formal response. 
  
  Thank you,
  
  ******* *****

  Customer Answer

  Date: 18/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  My complaint has been resolved with the merchant, and I no longer need to mediate with BBB.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:24/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I initially placed a deposit to go on a Shark diving trip on April 22nd, 2021. It was scheduled to leave on Sept 3rd, 2022. I read the terms and conditions but do not recall a nonrefundable deposit clause but I would never have proceeded due to the fact this was during covid and there was too much unknown. May 2nd the area (********* Island) was closed until December 31st, 2022. Only now I have learned after disputing the charge they have documents showing it was until December 31st, 2022 signed May 6th 2022. Their terms and conditions page was changed at sometime in June 2022 as stated on the bottom of their website as of 2/22/2022. June 17th, 2022 I started working with them to facilitate the closure that they said was temporary. I ended up moving my trip to August 20th 2023. When I started researching my upcoming trip in January I found out the area was permanently closed. I was never made aware of this nor had this communicated to me in any way. When I contacted them regarding an article in ************* they stated the "The park is open and we are fully permitted and ready to go". When I referenced the article in ************* saying it was closed and their competitor was quoted as saying he was not sure if it was ever going to open and they were issuing refunds to clients I stopped receiving emails until after they spoke with their lawyer based on a letter I have dated February 2nd. They offered to give me a credit however I have no interest in doing any trip with this company, I would like a refund for my initial deposit as I believe I am being held to the terms and conditions now and not when I placed the deposit.

  Business Response

  Date: 02/03/2023

  Please find attached response from business

• Initial Complaint

  Date:19/12/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked a trip for July 2022. They were unable to fulfill the trip due to the park being closed for the whole 2022 *** ** ***** *** ****** ********* *** ******* ******. They are not offering refunds for the trips they are unable to fulfill and offering “credits” towards future trips which are several years away. Horrible policy to refuse to refund customers for a service you can’t deliver, especially when you can’t deliver because of your own actions. If you search this company you’ll see in their ****** reviews and other articles coming up explaining the ***** nature of their diving and business practices. They are now attempting to move away from this fiasco by rebranding as “**************”. They owe many many people thousands of dollars as these trips are around $5000 per person. Shameful.